American Freight Appliance, Furniture, Mattress

all furniture is damaged.

September 25, 2018
To Whom It May Concern:
I *** purchased and financed a bedroom set for $1,000.00 and paid $300.00 cash
for the other two pieces, and every single piece is damaged. I called them, and they do not resolve my
needs. I have asked for a Manager to come look at this furniture and they told me that they do not do
that. This furniture was delivered in boxes, put in my bedroom up-side down. I removed the packaging
and it was damaged, scratched, drawers nicked-up and they do not line-up, some are harder to shut
then others and they are non-compliant with me.
This is not good for business by any means. I do not want to pay for the bedroom set but something
needs to be addressed.
The resolution would be for me to pay half of what I own and live with it, because I will never deal with
this company again. I do not want them to exchange new furniture for this because I do not know that
it would look like, it possibly could be worst than what I have
Thank you
***.

Failed to deliver all items I purchased on the promised day. Delivery drivers then started they were unable to bring the forgotten items back that same day. I was then told I had to come pick up the items myself if I wanted the items. I was then told by Matt that he could not compensate me for my troubles on having to come out and pick up the items. Terrible customer service. Beware of false promises and lack of effort to make up on their errors.

At no time was it explained that there would be a 100% leasing markup on our furniture. So instead of paying the $998 we ended up having an agreement of almost 2000. Then when then when I called their financing company they flat out didnt tell me there was a leaseing fee when I asked how much and what we were paying for and if there would be any additional fees on top. I have never been so dissatisfied with your team. I used to recommend you too all my friends and family but now will tell them to go to somewhere name brand since I could have gotten alot more for my 2000. Now im stuck fighting with this finance company over there inexperenced reps and your shady sales practices and omiting very valuable information to prospective buyers because you wanted a sale.

Product- decent furniture, serving its purpose for my mother.
Customer service- SUCKS TO THE HIGHEST, professionalism is in the bottom of the barrel.
trying to get an issue resolved due to miscommunication and misunderstanding understandings and/or deliberately falsified information.
Upon getting approved for credit for purchase. I specifically asked the sales associate if that was a monthly payment , he confirmed several times in fact even showing me the paper work stating that it was to going to be my MONTHLY payment, however 1 week later I received a call from financial department stating my payments are weekly and was requested another payment outside the scheduled payment date. After trying numerous times to explain and ask for understanding I kept being passed around as well as shuffled as someone they really didn't care to help or show any concern for. ....
Dealing with my mother in hospital fighting cancer and having to leave to deal with this foolishness. Even from leadership , the quality of service was not at all present or represented from a company who prides themselves on customer service , is extremely horrible.
I have spread and recommended all my family and friends as well as future potential customer to RUN to another source for furniture, DO NOT come to american freight, ESPECIALLY do not get anything financed, bunch of liars.

In April this year I put a sectional on layaway at the *** store, I called my payments in over the phone because I live an hour away from this location, at the end of July I called to pay my last payment, at that time I was told by the manager of the store to "hold off on that last payment" they no longer had that sectional in stock and to come down to pick something else and even if it was more money he would "eat the price" for the inconvenience , well I have been visiting their website frequently to try and find something else I like and they do not have anything else that I like so I went to the store in *** last night to discuss this with the store manager Sam, only to find out he has since been fired for stealing. For example taking peoples payments and not giving them a receipt and keeping the money! So anyway I was told I could not have a refund only store credit and to just keep checking back for something I like. On my receipt it states "if the merchandise is not available within four week period, you will be entitled to a FULL refund or ALL LAYAWAY PAYMENTS" I am going back to the store today with my husband and getting my money back! After reading reviews on here about bedbugs and people having so many problems with this place I do not want anything from this place except my money!!

In May, I purchased a sofa and loveseat set and a bedroom set from American Freight in *** NY and paid for delivery services. Within two weeks, the seam started splitting on the loveseat. I promptly contacted the store and was provided with instructions to file a warranty claim which I did. It took over the expected time to receive approval to exchange the loveseat via the warranty claim. The loveseat was exchanged and I was not charged a delivery fee for this exchange. I filed another claim regarding the sofa as the same thing occurred in which the seam split. After waiting four weeks which was the expectation set from my previous claim, I was told that it could take up to six weeks, which this was not previously explained. I followed up again and received approval on my warranty claim to exchange the sofa. I was instructed to call the store to arrange for the exchange. When I did, the employees I spoke with said that I would be charged a delivery fee even though I had previously paid a delivery fee on the defective sofa. I asked to speak with management on several calls and was told no one was available. I was told to call back at particular times but when I did a manager wasn’t available. I was told a manager would call me back but no one did. I was then told to contact Rachel who handles the warranty claims but she doesn’t respond to my emails and won’t call me back. The employees have been somewhat rude, uncaring, and not knowledgeable. This has been a very frustrating experience and has made me not want to do business with this company again if this is how they value and treat people.

Me and my husband walked into American Freight looking for a dining room set an associate name Wesley came up to us asking if we needed any help and we asked if our first choice of a dining room was available. He said he would go check and let us know when he returned he came back and said that they didn't have that model available so we picked out another model and he stated again that he would go and check if there was any more models available. He came back and said that yes there was one more available so we went ahead and said we would purchase that model. He seemed super nice and kept saying how he was going to look out for us and give us a discount and also said that he was giving us a 5 year replacement plan. And gave us a delivery date and what seemed was a great purchase turned out to be a huge scam. When we got our delivery the table and chair were all scratched and one of the legs of the chairs was pretty much about to break and they delivered 5 chairs of our 6 chair set. So I went ahead and called American Freight and spoke to who said was the manager and he stated that there was nothing he could do that we bought the floor model and the floor models are sold as is. Mind you why would I buy an incomplete dining set it just makes no sense. And we were never told we were buying a floor model because if that was the case I would of never of spent that much money for a floor model. I know for a fact that it wasn't a floor model because the sale associate Wesley said that he himself would be building the chairs so he was going to make sure they were built right. So tell me if that was the case then why did I receive the floor model. Now to go on about the 5 chairs, the manager stated that the floor model came with 5 chairs but our receipt it clearly says 6 chairs and I have picture proof that the floor model included 6 chairs. This company is a complete rip off and the associate Wesley is a scam artist please whatever you do dont buy from this company unless your looking for lies and a big head ache. I am contacting the corporate office as well as the Revdex.com so they are aware of this store that scams people for their money with their lies and tricks. If I could give them no stars I would because this place does not deserve any ratings.

DO NOT GO TO THIS FURNITURE PLACE, INTEREST CHARGE IS 144%, YOU READ THAT RIGHT AND THE STORE IS FULLY AWARE OF IT. THIS SHOULD BE ILLEGAL.

American Freight advertises great sales on television but the furniture they are selling at the great price is low quality. They have better furniture that they place in other rooms that they don't show you. I found mine by walking into the dining sets. After choosing a set at a reasonable price they offered to finance including 101 days of free interest. That sounded great until I signed the paperwork and realized that if I did not completely pay it off within those 101 days then I would end up paying over double. My total was approximately $875 and I would end up paying more than $1900 if it was not taken care of. The interest they charge is absolutely ridiculous and should be illegal. They have to have a credit or debit card to submit the paperwork to finance. They did not say until afterward that they would automatically take a payment from it. They did a down payment on mine which they did not submit as a credit charge it was done as a cash advance which my credit card charges a fee for. I called the finance company they use and they changed my card to a bank account so that does not happen again but did not offer an apology or a credit. They also could not tell me where my down payment went to because it did not go toward my purchase. Their advertising is very misleading and the sales associates are not very knowledgeable of the finance policy. Once you sign you are stuck with this and it should not be allowed or tolerated. They also offered me free cleaner before I left but it was not cleaner...it was furniture polish for wood and leather and I did not purchase either so it did not help me.

On February 23, 2018 I purchased a couch and love seat. I decided to order versus take the floor model and was told this would take up to six weeks. At 4 weeks I called for a follow up and they were unable to even tell me if it had been ordered but ensured we would get it by 6 six weeks. Then the 6 week mark came and they still did not have the furniture nor could they show it being ordered and stated their district manager does the ordering. We tried several times to contact the DM without a return call and being told my the manager that he had not heard from the DM. Finally I called another store who had the furniture and told the local store what store had it. Wouldn't you know then the DM called us back and the local store aggranged to have them deliver it. When we purchased the furniture we got the protection plan and when I asked about the frame being covered while it said wood and other hard surface that this included the metal frame. A side of our couch has since become loose. On August 20th I called the store and was told to send pictures in an email and they would send it up. When I called back on August 29th to follow up I was told that they needed me to resend the videos taken. I also asked how I could see the communication to know when it was sent to the manufacturer and tolded they don't have a way to send that to me. So my husband called the warranty company who had to find out about if it was covered my them or the manufacturer and they would call us back this was August 30, 2018. On September 5 we were told by the warranty company that they put it in to only cover fabric. So I called the store and spoke with the manager who proceeded to tell me the warranty does not cover the frame and that there systems delete the emails so he couldn't tell me when they sent anything to the manufacturer nor could he tell me how they followed up with issues like this. I have since called the DM and am awaiting a call back.
Product_Or_Service: Hollister Brown Manual Motion Sofa
Order_Number: *** Account_Number:

Terrible company, very poorly organized. They sell things which they don’t have stock and then don’t want to respond at all.
Don’t buy here ever!!!!

!!!!ALERT!!!DON'T GO HERE TOTAL SCAM.
Went in April 2018 looking for a Sectional sofa for $1000.00 and after talikng to the sales person opted to finance it thru their financing company. "they said after the 90 days free intrest it will only be a 24% intrest for the remainder). FALSE its a total SCAM!!!!!!!! we paid $800.00 with in the 90 days of free intrest, till now we have paid $1200.00. Called their after their financing company andnow charging us $1200.00 on top of the $800.00 that we already paid. their financing is a CONTRACT TO RENTAL TO LEASE!!!

I put in layaway a Versailles Mattress (king size) around December or earlier not sure. I made the final payment on March 20, 2018 and they told me it will take up to 4 weeks to get the product. I waited almost 5 weeks and never got a call from them so I went to the store to see what the problem was. When I got there, I told them I had been waiting on my mattress that was paid for weeks ago. The crew went searching for mattress and could not find it so I waited around and finally the manager got involved and said that she told the crew that the mattress was no longer available. She said she could offer me a better one at same price, I asked her to refund my money she said it will take weeks to get a refund. So I took her up on the offer, which was a Sea Glass Plush Mattress. We took the mattress home and about a week later sleeping on it, I notice that the mattress begin puckering or where we lay at, it did not go back to its shape. So I called the store back to complain and they told me email their store; ***. So that's what I did but got no response from them. So I reached out to cooperate office and he told me that he needed pictures of bed so he can submit it to ***. I provided pictures to him and to this very day I have been waiting for the response. I forgot to mention the mattress suppose to have 10 yr warranty.

MOTHER PURCHASED MATTRESS AND SPLIT BOX SPRING SET FROM AMERICAN Freight Furniture and did not received items specifically purchased.
called manger and manger stated he would provide items that my mother purchase on 07/10/2018 Have not received items and still getting the run around.

THIS PLACE HAS BED BUGS!!! YES BED BUGS. They just sold a mattress to my son and his GF. $800 for mattress and box spring. They got it home to the newly remodeled house and 2 days later they were bitten no less than 100 times by bed bugs. We found them in and on the mattress and box spring that morning. They are disgusting. They called the store and the store said to bad so sad, we have your money there is nothing we will do. DON"T buy anything from these crooks. They just would like to change out the mattress and box spring for something new. The store will not do it. They spent money to stay in a hotel when they had the house sprayed, they did not get any bites for a week. They purchased one of these mattress protectors to keep the bugs in, sprayed again. Stayed there one more night, They were bit up again when they woke up. My hope is we can somehow get them out of the house. DON'T buy anything from this dirty nasty place. I have been told, what places like this do, is buy used mattress and repackage them as new. That is the only way this mattress could have gotten bed bugs unless it got them from their store... If that is the case, every piece of furniture in the store would have bed bugs in it. DO YOU want to take that chance? PLEASE share this post so people won't spread BED BUGS to everyone in TOPEKA.

Before purchasing I was told I could have my items delivered for "no extra" but I would have to wait a week or two for the items to come into the store, as they only had the floor model of my couch, and did not have the recliner. I was told 2-3 weeks and my items would be in-store. After paying I was asked if I would like to have the items delivered or if I would pick them up, I said delivered and the same associate who had said "no extra" informed me that they use a contractor company who charges $109.00 to charge to my home zip code. I argued that she had promised "no extra" and she said "well, yeah, no extra from US." She refused to refund my money, pointing at a point on the receipt which stated ALL SALES ARE FINAL.
Frustrated and angry, but with two children in tow, I left the store, hoping to find a friend to help me with pickup for less than $109, and waited for American Freight to call about my furniture being in stock.
I did not receive a call for some time, called the store a few times only to be told "back ordered" and then my friend with the truck went in the hospital, and I stopped calling since I had no way to pick up my furniture.
Called the store today, only to be told that "according to our system you have already received your furniture." Placed on hold for an extensive amount of time, eventually another person came on the phone who said the same thing, placed me on hold for another 10-15 minutes and has not yet come back to the phone. I do not have my furniture, I can only assume at this point that an employee decided to take advantage of the situation and help themselves to a free living room set that I have already paid $750.00 for...I already felt taken advantage of by the woman who sold me the pieces, but now this is outright theft.

Bought a Stewart and Hamilton Mattress from American Freight in Nov 2017. Took it home myself and put queen size mattress and box spring on my bed. About 2-3 months later, noticed the mattress was beginning to sink were I sleep(I weigh 168 pds) so I turned mattress. other side began doing the same thing. Called American Freight and was told to send on pics for manufac warranty and that someone would get back in touch with me in about a month. Heard nothing. called again AF said they didn't receive any pics. resent. no answer again. called again. pictures were not good enough. sent more pics. no answer from AF again. went to store. Manager says that he sent pics but when I went behind counter and looked at computer, the manufacturer had a notice on computer that pics were not good enough again. All I want is a different mattress or my money back. my goodness. I've even asked fro the Stewart and Hamilton customer service number and no one will give it to me or they claim that don't have a contact for them. people work to hard for their money and should I have to wake up in the mornings and go to work after sleeping on a defective mattress that makes my back hurt. I suggest to anyone looking to buy any mattresses from this company, BEWARE. I'm gonna spend my every waking moment calling or visiting AF until this issue gets resolved. I've not even had this mattress or box spring set a full year. I'm gonna get a sign and stand across the street from their store and alert all potential spenders.

I purchased a large sectional a couple of months ago. This was my first purchase from this company. A couple of weeks after my sectional was delivered it fell apart at the connector site. My husband then re-positioned the connectors. The sofa fell apart again, and again and again. It appears that there are not enough supports on the couch to hold the weight of it. On top of this, the cushions are not large enough for the couch and there are large gaps between cushions.

I contacted the store and submitted photos, they stated that someone would contact me in 2 - 4 weeks. I then contacted the store to follow up and the representative told me that they do not give refunds and that I needed to call corporate, I was provided the number.

I then contacted the corporate representative who reported to me that they never received the report email from the store and that my complaint would take 30-60 days to address. I stated that I am just looking for a refund, I can make arrangements to return the couch, however I have a couch that is falling apart mere months after I purchased it. The representative stated that they do not issue refunds and told me to "look at my receipt" as it clearly states this. I stated that I never saw that on the receipt nor was I notified of this by a store employee. I stated that I should not have an obligation to purchase another item from their store. I stated that I am not happy with the quality of their product or their responses as I now have a sofa, that breaks apart every couple of days. I stated that they have 1,000 dollars of my money and I would like it returned so that I can go and purchase another furniture item. The representative stated again, IF my complaint regarding the furniture is approved I will only be given store credit. This is not acceptable.

It is absurd that they are telling me with a defective product that I will only be given store credit. I was not informed of this prior to my purchase and now I am out 1,000 dollars and have a useless couch.

I bought a mattress and a sectional during one of their promotions. I decided to use their finance option for the first time. I originally wanted to do the layaway, but was told that they don't do that anymore. I asked how long the payments were and was told 24 weeks which is 6 months. Turns out if it's not paid off in 4 months they add fees and interest which drags it out a year. But the payment is auto deducted from my account so I don't have control how much or how quickly it's paid. I get no statements to know what my interest rates are, the fees, or what I still owe. Yep. By the time I'm done I'll have paid twice what I bought it for. And they purposely kept that from me because I asked before I signed anything.

We purchased a mattress from American freight July 1st, 2018. Now we have come to realize that our mattress came with bed bugs. We have had to now pay an exterminator $900 to treat our house for bugs and American freight is refusing to take this mattress that has a warranty back. Or at least refund us the money we paid for the mattress. They haul old beds and furniture away in the same truck they use to bring the new beds and furniture in. This has to be a health code violation it’s disgusting.